In November 2013 I took my 53 plate Renault Laguna 2.0 Privilege (petrol) in for service and MOT at my local Kwik Fit (KF) branch. I left with a bill of just shy of £1400 which included the fitting of a new catalytic converter and associated sensor and box totaling £451.80 inc VAT.

I had cause to return the vehicle to them approximately a month later as engine noise had increased and my petrol consumption had gone up - I was now getting 25 MPG instead of the 31 MPG I was getting beforehand. The fitting of the exhaust was checked and I was assured that everything was in order – no explanation could be given for the increase in fuel usage despite having paid £24 for a fuel additive which was supposed to make the car more fuel efficient.

During the last twelve months I have noticed a marked deterioration in both performance and fuel efficiency in the vehicle when compared to the previous year.

On 24th November 2014, at the recommendation of my brother-in-law, I took my Laguna to the garage he used (CSC) for an MoT and interim service. Rather surprisingly (or not) it failed on exhaust emissions. In discussions with the CSC manager, he told me that the car hadn't "just failed", it had failed miserably! He went on to state that he was very concerned with the emission figures which had led to the vehicle failing it’s MoT in 2013 at KF. I always take the previous year’s MoT certificate and paperwork with me when I go for an MoT in order to give the mechanics a chance to check over previous work from the previous year and to see that any advisory items had been complied with.

The manager explained that in his opinion, twelve months ago, the car had failed it’s MoT due to the exhaust emissions but not because of a faulty catalytic converter, but due to a problem somewhere within the engine which needed to be investigated. He suspected that Kwik Fit had taken the easy option and change the exhaust system in an attempt to solve the problem rather than to investigate any underlying cause.

Comparing the 2013 levels to the levels obtained when tested this year, they indicated that the underlying cause was still present and had not been cured by the fitting of the new exhaust, sensor and box in 2013. This raises the question as to how the figures on the pass certificate were obtained as in his opinion it was impossible for readings to go from so high, to so low, back to so high in just twelve months, particularly when the car had only done 5515 miles in the year.

In case you're interested, I have copied the fail and pass readings onto an Excel spreadsheet and have attached it to this post.

On my way home from the MoT testing station at CSC, I called in to Kwik Fit, about half a mile from where I live to speak to them to see if they could offer any explanation for the exhaust emissions problem and spoke to the manager. He told me that he would stand by the paperwork I had and when I suggested that I visit VOSA to see what they had to say, he told me that if I wanted to, I could. However, I believe that to be a final resort only if Kwik Fit fail to provide a satisfactory solution in that my car had a problem which they attempted to fix and failed. They sold me parts which I did not need and then, rather than further investigate a problem they were aware of, issued a MoT certificate and took my money.

Furthermore, and I feel really dumb here, they told me in 2013 that my shock absorbers were leaking (but were making no noise when I went over speed bumps and the car drove really smoothly) and that my brakes looked corroded at the back. Their eventual bill came to just a couple of quid under £1400. I am now questioning whether ANY of this work needed doing.

24/11/2014 – 1310 hrs

I telephoned Kwik Fit Head Office and asked to be put through to Customer Service / complaints department where I spoke to a very helpful lady. I outlined the problem I was having regarding the exhaust emissions (no point in blitzing them from the start, I figured) and she said that she would pass my details on to Andy Michael, Regional Manager who would contact me within the next three days. For whatever reason, I never received a call from Mr Michael or any other representative from Kwik Fit despite leaving both my landline and mobile telephone numbers

27/11/2014

At the suggestion of CSC, I returned to Kwik Fit to ask what could be done to rectify the ongoing problem and the manager there offered to replace the catalytic converter as it was still under warranty. I figured that if Kwik Fit fitted a new Cat to the car, at least we would see if it had the same remarkable effect as it did the previous year. I booked the car in (rather nervously) for first thing the next morning.

28/11/2014

The fitting of the catalytic converter was carried out and having put the car onto the emissions testing machine, I was told that with the new catalytic converter on the car, the emissions were just within acceptable parameters, but would definitely pass it’s MoT. They were unable/unwilling to provide me with a copy of the readings from the emissions test carried out that day as they only provided those details when they were actually Mot-ing a car. I was surprised that having taken the car in at 0830, I didn’t receive a phone call to say the car was ready until 1630hrs. Not very kwik eh?

01/12/2014

The car was returned to CSC for a retest and it duly failed the emissions test with readings almost as bad as the previous week. It was noted that the mileage driven between the Kwik Fit test and the CSC Testing station was 55. It was clear that the underlying problem was still present and at the request of CSC, I left the car with them until the following day so they could attempt to determine what the problem was, something which KF should have done a year previously.

02/12/2014

I collected the car from CSC and the manager explained that they had had a look over the car for obvious problems, but had reached the point where they were going to have to start charging me. He said that rather than just try and find the solution by trial and error, which would possibly end up with me having a big bill to pay, the car should be referred to the main Renault dealer in Birmingham where they have specialist diagnostic equipment.

04/12/2014

I dropped the car off at 0800 at Renault Birmingham this morning and spent a happy half an hour discussing emissions with a very interested mechanic with wide eyes!!

So that's where I'm up to. I've had the same thing told me now by 5 mechanics concerning my MoT pass in 2013, lets see how many of you look at the figures and come to the same conclusion (I'm not accusing anyone of anything - yet!). My two concerns now are the bill I'm going to get from Renault and what do I do regarding Kwik Fit? Any advice would be gratefully appreciated.

Oh look, the same story as told a million times only using different words.

Someone is going to have to take KF to court, this has been going on since Mr Farmer founded the company in 1971 and will continue until someone does something about it.

The Ford Motor Company bought it from Mr Farmer, I'm not sure if they still own it.

No, Tom Farmer bought it back but I think he sold it on again.

ouch, sounds like you have been bitten quite badly by the kwik fit outfit.

unfortunately you will not be the only customer to have this problem with people who work for a garage who don't seem to know what they are doing. they have taken the easy route to mask the actual problem by just fitting a new cat without fixing the real problem whatever that maybe. has anyone found any fault codes or carried out full diagnostic testing showing live data as the vehicle runs to see if any faults are lurking. when you had the new cat & sensor fitted do you mean lambda sensors if you do some vehicles can have 2 fitted & if one if faulty can cause problems.

only thing with main dealers looking at vehicles is their will be no hiding place with regards to costs & it will be hard to blame kwikfit without a fight.

Hi Godzvilla

In November 2013 how did you pay Kwik Fit for service and MOT? Credit Card?

How I imagine a Kwik-Fit job interview going:

Interviewer 'what's a spanner?'

Applicant 'I fink it wun of them fings wot spans a river so cars kin get across'

Interviewer 'That's close enough, the jobs yours'.

Hi Godzvilla

 

In November 2013 how did you pay Kwik Fit for service and MOT? Credit Card?

Hi Rebel11, I paid by credit card.

To update the story, Renault have uncovered the underlying problem (and you'll have to excuse me here because I'm as knowledgeable about cars as I am about how to build a nuclear power station!!). They say that the fitting of a non-generic exhaust system, including catalytic converter and lambda sensor did nothing to solve the problem. I need to have fitted a new dephaser assembly and cam belt as well as new exhaust system supplied by Renault. The car is pumping too much fuel into wherever it pumps it and its causing the engine to smoke and is throwing all the readings off the scale. I originally thought they were piling on the pressure and joining in with the "let's take this fool's money off him" club but my mechanic has confirmed that what they said made sense. I need two oxy sensors as well. The total bill is going to be just shy of £1800 but I'm going to have Kwik Fit pay most or all of it. The figures they produced after last year's MoT showing that the new exhaust solved the problems are what are going to hang them. No way the exhaust system they fitted would make any difference to the readings, especially not to the amount they're claining! I'm going to get back on to VOSA tomorrow and speak to them.

If anyone has a name I can write to at Kwik Fit who would actually read my letter of complaint and claim for compensation, I'd be grateful.

Oh yes, and I almost forgot.. The parts are being ordered from France and will take 5-10 working days to arrive!! So, my car is stuck in my garage and I'm on the bus for a few days! Merry Christmas!!

Contact your Card Provider, tell them you would like to lodge a Section 75 claim, explain why your lodging the claim. They will play 'hardball' and make it difficult.

Follow up by sending them an amended template, with all the evidence you have (any independent reports) to back up your claim. Send it Recorded Delivery.

http://www.which.co.uk/consumer-rights/regulation/section-75-of-the-consumer-credit-act

http://www.adviceguide.org.uk/england/consumer_e/consumer_different_ways_of_buying_e/consumer_buying_goods_and_services_on_credit_or_by_debit_card_e/consumer_extra_protection_when_you_buy_on_credit_or_debit_card_e/consumer_credit_act_1974_-_section_75.htm

Hi Rebel11, I paid by credit card.

Hi Again Rebel11, Following your first post, I have been reading up about this Section 75 claim process but would like to approach Kwik Fit first to give them the opportunity to put this right. Am I being naive? In your experience do you think it best to just go to the credit card company first? If they screwed me over on the cat etc., I feel they should reimburse me the full cost of the MoT. Do you think that's reasonable?

You don't have to approach Kwik Fit, just contact your Credit Card company. But if you feel they will do something, then do so. You have options to reslove this mattter, i.e. Section 75.

Hi Again Rebel11, Following your first post, I have been reading up about this Section 75 claim process but would like to approach Kwik Fit first to give them the opportunity to put this right. Am I being naive? In your experience do you think it best to just go to the credit card company first? If they screwed me over on the cat etc., I feel they should reimburse me the full cost of the MoT. Do you think that's reasonable?

You don't have to approach Kwik Fit, just contact your Credit Card company. But if you feel they will do something, then do so. You have options to reslove this mattter, i.e. Section 75.

Thanks for the most valuable advice!!

these dephaser pulley do tend to become faulty but i thought they work on oil pressure in the system not fuel pressure and you will soon know if your one becomes faulty the most obvious is engine cutting out on you & when from cold making a really high pitch squealing noise for a few seconds.

on your last bill please do check what i asked earlier did kwik fit replace 1 or 2 exhaust sensors because if they only replaced 1 that could well be the fault itself in our garage lambda sensors that are faulty give the ecu wrong readings then fuel excessive can be dump in the system & wreck the catalytic converter.

just google dephaser pulley faults on the net & check to see the responses.

on renault modus we carried out a timing belt & water pump with the pulley for about £550 inc vat that being at max 5 hours labour

these dephaser pulley do tend to become faulty but i thought they work on oil pressure in the system not fuel pressure and you will soon know if your one becomes faulty the most obvious is engine cutting out on you & when from cold making a really high pitch squealing noise for a few seconds.

 

on your last bill please do check what i asked earlier did kwik fit replace 1 or 2 exhaust sensors because if they only replaced 1 that could well be the fault itself in our garage lambda sensors that are faulty give the ecu wrong readings then fuel excessive can be dump in the system & wreck the catalytic converter.

 

just google dephaser pulley faults on the net & check to see the responses.

 

on renault modus we carried out a timing belt & water pump with the pulley for about £550 inc vat that being at max 5 hours labour

Hi WF,

Kwik fit replaced the Lambda sensor, the exhaust and catalytic converter. XXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXXX My car never squealed when I started it, never cut out, but i did hear it pinking when I accelerated quickly. Like I said, I'm not very good with how a car works - probably an unscrupulous garage's dream customer!!

I have composed a letter of complaint to Kwik Fit tonight, I would be grateful for any input. I decided to give them a chance to put this right before considering any further action. The content is as follows.

Reference: Renault Laguna Reg No. XXXXXXXXX

On 29th November 2013 I took my Renault Laguna in for an MoT and service at the branch located at 2119 Coventry Road, Sheldon, Birmingham, B26 3EA (Centre Number 414). I was told on the day that the vehicle failed due to a broken suspension spring, exhaust emissions, rear brake pads and disks and shock absorbers which were slightly corroded on the casings. Naturally, trusting the mechanics there who recommended that the work should be carried out in order to keep the vehicle safe, I agreed to have the work carried out and was eventually billed £1,398.50.

To solve the emissions problem, Kwik Fit replaced the exhaust system including the catalytic converter and lambda sensor. I immediately noticed that the car was sluggish and the petrol consumption went from 31 miles per gallon to 25, despite having an additional petrol treatment administered. I returned the car to Kwik Fit later in December 2013 to seek their opinion but when the work was examined, I was assured that everything was in order.

On 24th November 2014 I took my Renault Laguna in for a MoT and service at a local garage where the vehicle failed the MoT on exhaust emissions. When I take my car for its MoT, I always take with me the previous year’s paperwork to enable the garage to see any advisory items so they may check them. The manager at the garage brought to my attention, the exhaust emission test readings from 2013 and stated that in his opinion, the readings obtained in order to achieve the pass ratings were suspect.

Shortly after the MoT, I returned to Kwik Fit to complain and was told by the manager that they could replace the catalytic converter and exhaust system as it was still under warranty. This took place on 28th November and I was assured that the new exhaust had solved my emissions problem although I was told that I could not have a copy of the emissions tests as they were only supplied as part of an MoT test.

On 1st December 2014 I returned the vehicle to the garage for a retest and was told that the emissions were still so far out that the car could not be passed. Their recommendation was that there was obviously an underlying problem within the engine which meant that changing the exhaust system would not fix it. The specialist diagnostic computers only available at a main Renault dealership were required.

On 4th December I took the car into Renault Birmingham who, after running extensive tests, informed me that the vehicle needed a new exhaust and catalytic converter including two oxy sensors. They stated that to bring the emissions within acceptable levels, a new dephaser assembly and cam belt were also needed. They further stated that the exhaust system fitted to the car was inadequate for the car and would not have any significant effect on the emissions. The cost of this work has been quoted at £1,777.85.

I believe that when the car was taken into Kwik Fit in November 2013, the problem with the engine existed and the mechanics believed that the fitting of a new exhaust system, catalytic converter and lambda sensor would fix it. Unfortunately, the course of action proved ineffective and the question has to be asked: how were the emission test results obtained to achieve an MoT pass? I will not answer that question for you, but no doubt you will be asking the MoT tester at the branch for an explanation.

The suspicion casts doubt over the validity of the whole MoT and I am also suspicious as to whether the brake disks and drums needed replacing as I have since been told that the brakes may look corroded but the MoT certificate relies on performance, not aesthetics. The same could therefore be said for the shock absorbers as well as the vehicle was not showing any signs of their wear and I strongly feel that I was duped into parting with a substantial amount of money unnecessarily.

My sense of injustice has also been heightened by reading about other practices carried out at branches of Kwik Fit nationwide on the internet and by the BBC Watchdog programme. Had I known what I know now, I would not have taken my car to any branch of Kwik Fit.

For your attention I have enclosed with this letter, copies of:

1. MoT Fail Certificate 2013.

2. Emissions test results - Fail dated 29/11/2013 (timed at 09:22).

3. Full Service (Vehicle Condition Report)

4. Full Service (Service Schedule)

5. Job Card (Number 034404)

6. MoT Pass certificate.

7. Emissions test results – Pass dated 29/11/2013 (timed at 16:22).

8. Kwik Fit Retail Invoice dated 29/11/2013 for £1,398.50

9. Credit card remittance advice.

10. MoT Fail Certificate 2014.

11. Emissions test results - Fail dated 24/11/2014 (timed at 09:32).

12. Kwik Fit Retail Invoice dated 28/11/2014 for replacement exhaust system.

13. Emissions test results - Fail dated 01/12/2014 (timed at 14:49).

14. Renault Emissions test results - Fail dated 04/12//2014 (timed at 12:38).

During the interim period between MoT failures this year, I telephoned Kwik Fit head office and was told on two occasions that my details had been forwarded to a Mr Andy Michael and that he would be contacting me. Despite having both my landline and mobile numbers, I have not been contacted. From reading reports on the internet, this non-contact is a regular occurrence which is why I have taken the trouble to send these details in by recorded delivery in the hope that I might receive a satisfactory outcome to this complaint.

As I have stated previously, I consider that the MoT certificate was issued “erroneously”? Is “fraudulently” too harsh a word to use? I have shown the emissions figures to four different mechanics so far and each came to the same conclusion very quickly. Each stated that in their opinion, the pass readings in 2013 were not achieved from a ten year old engine, new catalytic converter or not. A reading of 0.000% during the CO natural idle test when the other four figures are 6.895%, 7.37%, 6.76% and 7.74% when a pass reading of

In conclusion, I consider that a reasonable amount of compensation in the circumstances would be to refund the expense of the 2013 MoT plus a sum equal to the difference in petrol consumption between 31 miles per gallon to 25 miles to the gallon for a total of 5,515 miles (the distance traveled between MoTs.)

I look forward to hearing from you in due course, in writing, but should you wish to talk to me to clarify any points, my mobile number is at the head of this letter. I must advise you that I do work shifts and if upon ringing my mobile phone you receive no response, I will return your call as soon as I can. I am also contactable by email.

Yours Faithfully,

XXXXXXXXXXXXXXXXXXX

Reads well, but if your asking for clarification on matters, stick to statements, remove the following:-

'As I have stated previously, I consider that the MoT certificate was issued “erroneously”? Is “fraudulently” too harsh a word to use?'

replace with:-

I consider that the MoT certificate was issued 'erroneously'.

Hi rebel11,

Thank you for the feedback.. I was getting more and more angry as I wrote the letter!! A rule I always follow is, never post an angry letter on the same day you write it. I was considering changing the part you mentioned but it was good to get feedback. What I shall do is send this letter by recorded delivery tomorrow and add a bit in about replying within ten working days. Then, if I don't hear anything, I shall resend the letter and include a copy of a small claims court application and give them another ten working days. After that, it's off to court we go!

Writing the letter, then reading it after a break is always the best thing to do, you will view it differently, then can make changes.